Understanding the shifting priorities of IT leaders with Zendesk’s Paulette Chafe

Nov 2, 2023

29:06

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On this episode, we’re joined by Paulette Chafe, Head of Consumer Insights and Research at Zendesk. In our discussion, Paulette shares insights about the integration of AI in customer and employee experiences and how technology is rapidly reshaping the business landscape.

Key Takeaways:

(01:11) Discoveries from a global survey of IT leaders conducted by Paulette's team.

(02:35) Top IT priorities today: Cybersecurity, enhancing customer experience, and data utilization.

(04:19) The intricacies of harnessing data for enriched personalization.

(05:49) The imperative of training and evolving IT teams.

(07:11) IT leaders' specific expectations from strategic partners.

(09:12) The indispensable value of immediate AI expertise from partners.

(12:02) The rising wave of AI in elevating employee experiences.

(15:48) The intertwined nature of CX, cybersecurity, and employee experience.

(18:24) Demonstrating tangible ROI for pivotal IT initiatives.

(22:09) Projecting the ever-evolving landscape of the AI industry.

(28:12) Emphasis on the importance of continual experimentation and customer focus for all leaders.